An inspector calls

John Lockwood, of PCC, gives his golden rules on how to interact with the CQC if and when they get in touch 

OK, they probably won’t call, at least not first up – it will normally be an email – but the point is, the Care Quality Commission (CQC) is getting back out into the field when it deems there is a need to conduct a physical inspection of a GP practice. 

So, it’s possible that, after giving appropriate notice, an inspector and a team of hired hands will present themselves at reception to start a physical inspection of the practice – just like the old days. Or is it?

Well, not really. 

As we probably all know, the CQC is rolling out its new regulatory approach which is founded on what is, effectively, continual monitoring via an enhanced provider portal into which information will be fed from all relevant sources. 

Inspection is available as a potential source of some of that information if deemed necessary, but the intention is that improved interaction between providers and regulators through the conduit of the provider portal will build relationships that are two-way and function with greater transparency.  It aims to facilitate review, and create the opportunity to challenge and submit further supporting evidence without the need for a site visit. 

The CQC is stressing that the review of information will be conducted and controlled by informed individuals, not some fancy algorithm or artificial intelligence. It has also made it known that it wants the process to produce positive case studies and promote best practice and better outcomes through shared learning. Potentially good news indeed.

For all this, the old golden rules of interacting with the CQC, whether submitting via the new provider portal, or in preparation if an inspection is deemed necessary, and on the day of inspection itself, still apply:

1. Be honest, open and engage with the process.
2. Build relationships.
3. Don’t make things up; if you don’t know, say so.
4. Be realistic.
5. Don’t be defensive and ‘closed off’.
6. The inspection team are not the enemy; no-one is.
7. Don’t miss the opportunity to tell the team what you do well.
8. Don’t miss the opportunity to tell the team that you have a plan and explain how you intend to realise it.
9. Provide as much evidence as you can – what has not changed, nor will it, is that it literally is all about the evidence. Remember throughout that the CQC will want to see evidence so they can corroborate what you’ve said with what you do. You will often hear, ‘Can you show me’ – not because they don’t believe you, they just want to see the evidence so they can move on.

The PCC team have long been working with practices, helping them prepare for inspection and, importantly, their interactions with CQC more generally. The aim is always to offer a solution tailored to their specific requirements.

That work has continued in recent months and is ongoing. Can we help? 

Contact [email protected].